Complaints

This profile includes complaints for E.C.S.I.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  E.C.S.I.

  1200 Cherrington Pkwy Ste 200 Coraopolis, PA 15108-4354

• 

  E.C.S.I.

  p.o box 1030 Coraopolis, PA 15108

• 

  E.C.S.I.

  100 Global View Drive Suite 800 Warrendale, PA 15086

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/10/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a formal complaint against Heartland ECSI regarding the mishandling of my direct loan consolidation process. In October, I contacted them, and Destini assured me that no further action was required. November, ****** notified me that my loan consolidation had processed. However I received a bill from Ecsi in December. Upon contacting ECSI on December 29, Gayle informed me that they had not received any payment and instructed me to fill out a form. Contradictorily, ****** stated there is no such form but payment has been issued. In subsequent conversations with Destini, her unprofessionalism was apparent, and she was unable to verify my disbursement date due to her lack of knowledge of what a distublment date is. I explained to her what it was and asked her to verify the loan, which was the same date given to me by ******. She then proceeded to tell me how they have no consolidation information from me and if they did I would not have a balance written in caps. When I asked her not to speak to me in caps she condescendingly told me to have a nice day and disconnected the chat. I called ecsi and spoke to another rep and was told there was nothing on file but asked if I can verify where the check was sent because they've been having problems recieving checks to their physical address. Confused by the constant misinformation. I asked for a supervisor for not only the attitude but the lack of knowledge of the previous rep destiny but for also receiving a variety of answers and not one solid answer. When I requested a supervisor, I was told to call back later, only to be informed later there were nosupervisors were unavailable and to wait 24-48 hours. After a week with no response, I called back to say and was told a supervisor attempted to call me on the 29th which contradicts my call history. There has been no response from the supervisor. ****** acknowledges payment yet ECSI is uncooperative.This ordeal has resulted in confusion & misinformation.

  Business Response

  Date: 01/31/2024

  
  
  To Whom This May Concern:
  
  ECSI is the third-party billing servicer for student loans on behalf of Hampton University.
  
  We have reviewed Ms. ******’s account and contact history. We see that Ms. ****** informed ECSI that she intended to consolidate her Federal Perkins Loan with ******. However, ECSI has not received a loan verification (payoff) request from ******. Additionally, ECSI has not received any payment (or payoff) on the account since September 2023.
  
  In prior contact with Ms. ******, ECSI has suggested that she contact ****** to identify if her Federal Perkins Loan with the university was included in her consolidation. If ****** has consolidated her Federal Perkins Loan, they would be able to provide the documentation to show that it was included and would also be able to track their payment.
  
  ECSI, to date, has only received documentation from Ms. ****** showing that her William Ford Loan was included in her consolidation. The William Ford Loan and Federal Perkins Loan are different loans.
  
  ECSI is here to help. If Ms. ****** would like to talk with us or has any other questions, she is welcome to contact our Customer Service Department at ###-###-#### or visit **************** and select ‘Chat with ECSI’.
  
  
  
  
  Sincerely,
  ECSI

  Customer Answer

  Date: 01/31/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I hope this message finds you. I am writing to express my deep concern as my previous complaint regarding the loan consolidation remains unresolved. On January 25, I provided Team Lead Shawna C******* with the only documentation I have available - my William D. Ford Federal Direct Loan Consolidation Loan Application and Promissory Note under the William D. Ford Federal Direct Loan Program retrieved from the federal government’s student aid website. 
  
  Moreover, it is important to note that The William D. Ford Federal Direct Loan (Direct Loan) Program is a federal student loan program under which eligible students and parents borrow directly from the U.S. Department of Education at participating schools. Direct Subsidized Loans, Direct Unsubsidized Loans, Direct PLUS Loans, and Direct Consolidation Loans are types of Direct Loans. This is quoted directly from the student aid website.
  
  It is also crucial to emphasize that the application includes a federal Perkins loan falling under category F, not a William Ford loan. I have independently verified this information with ******. I have also specifically verified with Heartland ECSI representative Destini, who confirmed that the Perkins loan and its disbursement date align with the details provided to me by ******.
  
  In the same email sent to Shawna C*******, on January 25 I communicated that I had contacted ******. As requested by previous reps at Heartland ECSI to provide a mailing address to where the payment was sent because Ecsi has been losing checks sent to their physical address. When I spoke to ****** supervisors on three separate occasions, they verified payment to ECSI but were unable to specify the required documentation and asked me to ask ECSI what was needed because they stated that the payment was sent electronically via EFT. I've even spoken to supervisors and representatives at ****** in the consolidation department and they've verified that the Perkins loan from Hampton was included in the consolidation. They requested a direct loan consolidation summary letter and asked that I allow up to 6 weeks from December 29.
  
  Despite repeated requests made during previous phone calls to Heartland ECSI and email sent on January 25, I have yet to receive a direct answer regarding the necessary documentation to prove payment. The uncertainty persists, and this lack of resolution is particularly concerning as the loan remains in default and has adversely affected my credit.
  
  I have called ECSI numerous times and sought assistance from a supervisor, yet to no avail. I am requesting a clear and direct response on the required documentation and the next steps to resolve this matter promptly and to remove this from my credit report.
  
  Regards,
  
  ****** ******

  Customer Answer

  Date: 02/18/2024

   

  Good Afternoon,

  I acknowledge receipt of ECSI, but I must express my frustration at the excessive lengths it took on my end to reach a simple resolution and their lack of accountability. I still lack clarity on the steps to pay off the balance and remove it from my credit report.

  I attempted to make a payment online for the balance that I was advised was due. However the amount due says 0.00 due and there was no option to pay.

  Now that ECSI has conducted proper due diligence in locating the payment rather than dismissing my concerns. Hopefully when I call in a representative will be able to provide assistance with this matter.

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:01/01/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My Perkins Student loans were just sent to this loan servicer and I was told to wait for mail notice from them with details before I am allowed to get account and billing information. I did not receive this until almost the end of December, where there are the holidays and their letter says my due date is January 1st 2024?! The letter itself says generated on 12/05/2023, no timing given on when it was mailed but due to the holidays once again I didn't receive it until close to Christmas. Less than 30 days notice for a payment is completely unacceptable, but considering how busy the holidays are for everyone including the postal service this should not be allowed. Also it's impossible to login to their website for the first time -- it keeps rejecting it as I do not have a PIN/password setup and must contact Customer Service... whom are not open on the weekends and have been closed for the holidays on all the days I attempted to contact. They also do not have a payment option on the phone, it says to mail or pay online...which I am unable to even access. My account number is 87053223. The resolution from them should be as follows: Push the due date to at least middle or end of January 2024 to give ample time to setup an account to pay. Ensure they are giving at least 30 days from the RECEIPT of the letter of account statement -- and make sure the due date does not fall on a holiday essentially making it impossible for anyone to be reached via customer service. Do not report a late payment to credit -- I will be paying close attention to this and if I see this come up I will be contacting a lawyer and the Dept of Education immediately. I'm currently in process of refreshing all my student loans and ensuring prompt payment to build my credit back up.

  Customer Answer

  Date: 01/08/2024

  Hi, Can you please cancel the complaint I made previously, complaint ID ********, as I was finally able to reach someone at the company to resolve the account and billing issue. Thank you!

• Initial Complaint

  Date:11/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ECSI has always given me headaches. From losing requested mail to contradictory requests all the time. First, I submitted a deferment request for my student loan in September 2023 and was told they carefully considered my request, but they could not grant it due to it being the wrong loan type. I thought maybe I just submitted the wrong form, so I sent in a new form for being on gov assistance and sent proof. Next, they told me, "Your request will not bring your account current. Complete a General Forbearance with start date 9/2023 and end date 11/2023 and submit together." So I submitted the General Forbearance form using the dates they provided just to be told that my request for forbearance was denied due to an ineligible loan type. What makes no sense is I've had a couple of hardship forbearances in the past with this exact loan, and I've used the same forms every time. What is up with ECSI? For almost a full decade I have had nothing but issues with them. Every other student loan I've had has never given me an issue once and took care of everything extremely fast.

  Business Response

  Date: 12/01/2023

  
  
  To Whom This May Concern:
  
  ECSI is the third-party billing servicer for student loans on behalf of Clarkson University.
  
  We have reviewed Mr. ******’s account and his application. The type of loan on his account offers a hardship deferment, however, the original request did not cover the period in which payments were due. The correction email instructing Mr. ****** to ask for General Forbearance to cover the entire period should have stated “Hardship Deferment” instead of “General Forbearance”. We apologize for the inaccurate correction that Mr. ****** was asked to complete.
  
  ECSI requests that Mr. ****** submit a Hardship Deferment with a start date of September 15, 2023. If Mr. ****** would like to talk with us or has any other questions, he is welcome to contact our Customer Service Department at ###-###-#### or visit **************** and select ‘Chat with ECSI’.
  
  
  
  
  Sincerely,
  ECSI

• Initial Complaint

  Date:11/14/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ECSI took over the Student Loan Servicing for a loan that had been taken out several years ago in college. I really never had an issue with the previous servicer or ECSI until earlier this year (MAY 2023). ECSI suddenly stopped sending statements for the required payments (via mail) and the I had to call that month to confirm loan status and prevent them from charging any fees (they confirmed there was an issue on their side and to just send a double payment the next month with no penalty, which I did. In September 2023 the same issue arose. Thinking the issue was with mail delays, I waited for several weeks until calling in early October 2023. When I spoke to them, they said that the address had been deactivated in their system but advised a new bill would be issued and a double payment would be acceptable. When the October bill never came, I again called back to confirm the status of the statement (10/24), I was then told that the system had flagged the address as bad and they had to again reactivate it. At this point I requested a payoff amount, which I was given, with the expectation that a statement would be issued and I could proceed to pay in full. Again, a week later (10/30), I called again because no statement was received and to see if there were any issues (same result - promises to call back, statements etc). I called today as we submitted a check with the payoff amount that I was previously given and just wanted to confirm if I would receive a receipt for the final payment. I was told that no statement would be issued and given another small sum to produce, with no explanation why the number changed / why that number was given to me. Couldn't speak to any supervisor, nor could I get anything emailed to me confirming any of this information (every time I called it was some new excuse).

  Business Response

  Date: 11/21/2023

  
  To Whom This May Concern:
  
  ECSI is the third-party billing servicer for student loans on behalf of Gustavus Adolphus College.
  
  We have reviewed Mr. ******’ account. In January 2023, Mr. ****** contacted ECSI and updated his address to ***** ********* *** *** ************ ** *****, however, indicated that he wished to have statement sent to his old address. ECSI’s mailed monthly statements are not forwarded. On September 5, 2023 the United States Postal Service returned the monthly statement previously sent as a bad address with no forwarding address available for update.
  
  ECSI does offer electronic statement notifications emailed, however, Mr. ****** had not selected this option. Additionally, all monthly statements are available online at https://**************.net after creating and linking the school’s account to a student’s profile.
  
  As of November 13, 2023 a payment was received which left a small balance on the account. The small balance was adjusted to show a payment in full on the same day. ECSI’s records indicate that Mr. ****** account is satisfied and was reported as such.
  
  If Mr. ****** would like to talk with us or has any other questions, he is welcome to contact our Customer Service Department at ###-###-#### or visit https://**************.net and select ‘Chat with ECSI’.
  
  
  
  
  Sincerely,
  ECSI

  Customer Answer

  Date: 11/22/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Correct, billing address was specifically requested not to be changed, only the address on record for residence.
  
  January 2023 – There was an issue where ESCI defaulted to residential address, which was confirmed to be the incorrect billing address.  ECSI acknowledged this and changed it back.
  
  May 2023 – Around May 2023, the statement’s were not delivered to the billing address.  Statement was not delivered, for whatever reason, ECSI was contacted.  After calling to discuss, a double payment was submitted the following period.
  

  <Summary of previous complaint>
  September - October 2023 – Again, statements were not delivered to the billing address.  Early October 1st Call was made to confirm statement would be sent out for September and October, plan was to just pay the remaining loan amount.  I was told that the rep would follow up and confirm receipt after a week.  No follow up call, nor statement arrived.  October 24th, called again and was told that the statement address on file was actually blocked in ECSI system and that the rep had unblocked and statements would be sent for full loan payoff.  A week later, on October 30th (3rd call in the month), I requested the full pay off amount and confirmed I did not want to set up an online account, but rather pay the bill off.  I was given an amount for payoff and again told that a final statement with payoff amount would be sent to the unblocked address.  A check for the final payoff amount was sent.  When funds were confirmed deducted from the account, I called to confirm if anything remaining was needed and to have a digital copy of the statement sent to me, or at the very least payoff confirmation sent via mail.  I was told that while the payoff amount had been received, there was a remaining balance.  I was not able to get any explanation for this remaining balance (I had not been able to see a statement in several months).  I was simply told that I would need to submit another check within a few days, but if it were received late, further interest would accrue. 
  
  Given all the times I had been blatantly lied to, I asked to speak to someone who could breakdown the last several months received payments, interest and any other fees.  I was told they were not available and that no time could be scheduled to speak with them.  I was explicitly told on multiple occasions that they had waived any “late” fees, arising from their billing statement not actually arriving.  This was proven to be patently false and a lie.
  <End of Summary>

  As I was growing more weary of the lack of information or service from ECSI, I contacted Gustavus Adolphus College to see if there was any information I could gain from them.  I explained the situation and was informed that they would waive the remaining amount outstanding.  It turns out, several times over the course of the months when a bill had not been sent directly to the billing address, late fees had in fact been issued.  This goes completely against the conversations I had with the ECSI service reps on every occasion. 
  
  reference:  On 10/30 – I was told the payoff amount (803.10)

  On 11/14 - During call to confirm if payment was received and to get an official payoff statement, I was told the remaining balance was $9.60.  This amount is exactly 2x their $4.80 late payment fee (for the months of September and October, for which they did not send a statement and for which they also said was waived).
  
  The only recourse in this matter had been contacting the institution who issued the loan.  Something that makes me question why it took 1 email to solve with the institution, what a client service rep couldn’t explain on the phone.  I imagine the rep was unwilling to outright say that the remaining balance was late fees (of which they had just minutes before confirmed were removed).
  
  This whole process seemed like a “GOTCHA” tactic to not only force borrowers to pay late fees for bill they never received, but to also force borrowers to sign up for ECSI's web-site.  No doubt, they sell the data they glean from these profiles to make a profit, but to also cut down on their own printing costs, something they assumed when taking over the position of servicing the loans on behalf of the institution.  This complaint should serve as a record, should other borrowers have a similar issue, to act as an example of their coercive and deceitful communication.  If this was by chance, a unusual error (though it happened multiples times in a single year for me), I'm happy to close the complaint with the caveat that it stands if a similar complaint is raised in the future.  Better that borrowers are aware that, should issues arise, they should contact the institution right away.
  
  Regards,
  
  ********* ******

• Initial Complaint

  Date:11/09/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In Sept of this year without prior notification I found ECSI had illegally posted on all 3 credit agencies a non validated college debt. I am 76 and this alleged debt is 53 years old. The alleged interest well exceeds the alleged amount. I contacted the co. and legally requested in legal terminology a "Debt Validation". To date they will not provide it which is illegal. They also illegally did not provide me with a contact prior to posting this alleged debt nor did they provide me with a legal Notice to Dispute. This co is acting illegally and without ethics. I contacted them 2 times via cert letter or sig required to provide the Validation of Debt in accordance with the law. They ignore it totally. I also complained to the Consumer Fair Debt Collection Bureau and they replied to the Bureau that they are continuing to work with us. Bogus they keep asking us to contact hem when we don't have to legally UNTIL THEY VALIDATE THE DEBT. This company is horrible and trying to ruin seniors lives without proof. They should be made to follow the law and that is all I ask Validate the Debt as asked for and don't ignore the law. I would upload docs but at my age I don't know how but have the proof in a file and they don't follow the law and should be made to. They posted on credit agencies without even contacting me once horrible co.

  Business Response

  Date: 11/14/2023

  EFPLS (ECSI Federal Perkins Loan Servicer) is working with the Department of Education under CFPB complaint ID ****************
  We will respond through the CFPB complaint when a resolution has been determined.

  Customer Answer

  Date: 11/14/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. ECSI simply provides the same response that they are working on it basically. They are not; they need to provide the legally requested (twice) validation of debt or remove any reference from the alleged debt from all 3 credit agencies.
   
  Regards,
  
  ******* *******

• Initial Complaint

  Date:11/05/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ESCI sent my student loan to collections agency immediately after exiting Chapter 13 bankruptcy without providing me an opportunity to set up payment arrangements on the loan. Additionally they have violated the terms of this loan, allowing interest to accrue while in residency and fellowship training. I have spoken to ESCI three times without resolution the issue. Please see attached statement and supporting documents detailing this. I am asking that I be held responsible $12,240.22 with ability to negotiate this amount since interest has accrued while in residency and fellowship training. I would like to set up payment arrangements. I would like the agency fee of $7502.07 removed. I additionally would like this loan debt taken out of collections as it is currently with ******* ******* *********.

  Business Response

  Date: 11/21/2023

  
  
  To whom it may concern,
  
  Educational Computer Systems, Inc. (ECSI) is a third party loan servicer of student loans and has serviced student loans on behalf of the loan holder, Indiana University, since April 2023.
  
  In April 2023, when ECSI began servicing activities on behalf of the University, Ms. ****** was involved in Chapter 13 bankruptcy proceedings and billing activities on her account had been suspended pursuant to the bankruptcy stay. ECSI records indicate that the bankruptcy was discharged in August 2023 and the account entered repayment in September 2023 at about 65 months past due, a delinquency that had preceded the bankruptcy.  On October 11, 2023, a notice was sent to Ms. ****** indicating that her account was severely past due and that she should contact the University to set up payment arrangements.  A copy of the notice was included with Ms. ******’s complaint. Subsequently, the University placed the account with an outside collection agency. ECSI does not determine if or when an account is turned over to collections as those decisions remain entirely with the lender, Indiana University.
  
  Although Ms. ******’s loan may be eligible for deferment during periods of residency, in order to qualify, a request for deferment application must be successfully submitted and approved. As previously stated, ECSI began servicing for the University in April 2023. During its tenure, ECSI has not received a request for deferment from Ms. ******. Since the account is currently in collections and no longer serviced by ECSI, Ms. ****** should reach out to the University to inquire about whether she can qualify for residency deferment for the time period covered by her residency.
  
  Any questions or concerns regarding the status of the account should be addressed directly with Indiana University or the collection agency servicing her account.
  
  Sincerely,
  
  ECSI
  

  Customer Answer

  Date: 11/27/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:10/28/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Please help this company is very hard to get in contact with. They are also very rude. Whenever you speak to them on the phone or chat options I received a statement showing that my account was past due in which I never knew it was even past due because payments were supposed to start back in October, the amounts that they are asking to pay are more than I can pay, and when I have asked them for other payment options or lower payments, they tell me that the terms I signed they cannot lower payments. I have asked to be provided with the terms I signed and have not been provided with any information , I have never met any company that does not allow some type of lower payment options or some type of payment arrangements to help those who are struggling to make ends meat. my credit score and they have dragged my score down to a low score and this has thoroughly affected me and I don’t really appreciate it. I gave them. The last of all I had was $50 and I am really trying to make it my employer even filled out the forgiveness form to show that I am a public service worker, but when they reviewed my form, they said that this particular loan does not qualify for it I have never heard of such madness in my life, it’s like I am stuck with this large amount and if I can’t pay they are going to hinder my credit score and possibly garnish, wages and I don’t think that’s fair. Please help me get the justice I deserve because I don’t think anyone deserves to be treated in this manner this is the worst company ever, and they need to be held accountable.

  Business Response

  Date: 11/17/2023

  
  To Whom This May Concern:
  
  ECSI is the third-party billing servicer for student loans on behalf of Keiser University.
  
  We have reviewed Ms. *******’s account. Ms. *******’s has a private loan that does not offer the type of entitlement that she was requesting, such as deferment or cancellation. Additionally, the general forbearance applicable for her loan had been exhausted.
  
  ECSI reviewed Ms. *******’s account, and reached out to the university on her behalf. A recommended solution was to adjust prior usage of general forbearance in April 2020 through January 2021 to hardship forbearance. This adjustment allowed for the addition of general forbearance to be added to Ms. *******’s account running from October 2023 to June 2024.
  
  If Ms. ******* would like to talk with us or has any other questions, she is welcome to contact our Customer Service Department at ###-###-#### or visit **************** and select ‘Chat with ECSI’.
  
  
  
  
  Sincerely,
  ECSI

• Initial Complaint

  Date:10/24/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They sent refund to wrong bank. Took no responsibility. Now I may have to drop out of school.

  Business Response

  Date: 11/03/2023

  
  
  To Whom This May Concern:
  
  ECSI is the third party servicer for refund disbursements to students on behalf of Purdue University Global.
  
  We have reviewed Mr. ******’s refund activity. Mr. ******’s recent refund was direct deposited on October 10, 2023 using the banking information saved in his Refund profile. This banking information was used because no changes had been made by Mr. ****** to his direct deposit preferences prior to processing this refund. This is the same banking information used in the refunds issued on July 26, 2023, May 10, 2023, February 18, 2023 and nine (9) other refunds issued in prior years.
  
  On October 17, 2023, Mr. ****** contacted ECSI indicating that he had made a same day change to his direct deposit information as the bank account he had used for previous refund disbursements was now closed. During that call, Mr. ****** was offered and requested that ECSI attempt to perform an ACH Reversal of the deposit.
  
  On October 24, 2023, ECSI was informed by our banking institution that the ACH Reversal was not successful. The next step in these instances is to request an affidavit from the customer to begin an ACH Recall. On the same day, Mr. ****** was informed that an affidavit would be required to perform an ACH Recall.
  
  ECSI will contact Mr. ****** once we have an update to provide on the ACH Recall process; however, the process can take up to 90 days and has no guarantee of success.
  
  If Mr. ****** would like to speak with ECSI regarding the ACH Recall status, he is welcome to contact our Customer Service Department at ###-###-####.
  
  
  
  
  Sincerely,
  ECSI

• Initial Complaint

  Date:10/07/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 3rd 2023 a negative update was added to my credit report regarding an account with ECSI stating they could not contact me and I was not paying the balance on my Perkins loan. Even though payments just started 3 days ago and the law in effect as of today until 2024 states they should not be reporting negative information. Also this company had my phone number and email so they could have easily just sent email or called before reporting potentially negative information to the credit bureau. I believe this company is trying to back door the law and still report negative information even though the law is in place to stop this. I have started a dispute with the credit reporting agency and I respectfully ask that this company remove this flag and update my report accordingly and just to make it clear I did log on to their site and update my address information and made a payment. ECSI is also showing I owe over 840 dollars in fees that I believe should not be there also. I am contacting them on 10/09/2023 and will update this complaint accordingly.

  Business Response

  Date: 10/13/2023

  
  
  To Whom This May Concern:
  
  Please be advised that ECSI (Educational Computer Systems Inc.) and EFPLS (ECSI Federal Perkins Loan Servicer) are different servicers. ECSI is the third party billing servicer for student loans on behalf of multiple colleges and universities nationwide. EFPLS is the Department of Education’s student loan servicer for Federal Perkins loans.
  
  We have reviewed this complaint and identified that the loan in question is a Federal Perkins loan that has been assigned by the school to the Department of Education. Mr. *****’s loan is serviced by EFPLS.
  
  Mr. *****’s complaint is that his credit score was negatively impacted by an update indicating that the lender was attempting to, or could not, contact Mr. *****. EFPLS and the Department of Education are investigating as this action was not taken by our offices. Our records indicate that Mr. *****’s loan is being reported as current and in good standing. On October 10, 2023, Mr. ***** contacted EFPLS and updated his demographic information.
  
  If you would like to file a complaint, report suspicious activity, or provide feedback, please contact the Department of Education through the Federal Student Aid (FSA) portal. The FSA Feedback System aims to assist students in resolving disputes and leaving feedback related to Federal student loans. You can access the FSA Feedback System here:
  https://**********************************************.
  
  If Mr. ***** would like to reach out to EFPLS, the Department of Education’s student loan servicer for Federal Perkins loans, we ask that he please call us toll-free at ###-###-####.
  
  
  
  Sincerely,
  
  ECSI Federal Perkins Loan Servicer
  

  Customer Answer

  Date: 10/17/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  As can be seen in the attachment. This service company clearly reported that they could not locate me and I was not paying my balance off. This company had my phone number and email and never once reached out to me before reporting this to the credit bureaus which did harm my score. Then after I contacted them, paid the bill and updated my contact information this company still would not update my file to remove this note. Instead this company explains to me that I have to wait until the end of the month before it updates. Please just remove the note from my file. 
  
  Regards,
  
  ******* *****

  Business Response

  Date: 10/26/2023

  EFPLS appreciates the screenshot provided. EFPLS and the Department of Education are investigating, but this action was not taken by our offices. The investigation of this action is ongoing, however, our records indicate that Mr. *****’s loan is being reported as current and in good standing.

  Customer Answer

  Date: 10/26/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The flag has nit been removed from my credit report. 
  
  Regards,
  
  ******* *****

  Business Response

  Date: 11/06/2023

  EFPLS and the Department of Education are investigating, but this action was not taken by our offices. As such, we are working to understand what marked Mr. *****'s account with the flag in question. The investigation of this action is ongoing, however, our records indicate that Mr. *****’s loan is being reported as current and in good standing.

• Initial Complaint

  Date:10/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ECSI has failed to communicate that I have an account with them. I have not received a single piece of correspondence in the form of an email, letter or phone call. I only discovered a possible student loan I have with them because my credit score dropped 59 points for non payment. When trying to locate the student loan, their website cannot find my records. When I used their automated service to send me an email with my account information, nothing came up in my inbox. Are they sending my information to my deactivated school email address? I have not a clue where they are sending my information. If student loans were due to resume and be due in October 2023, I do not understand why I am being hit with non-payment in September 2023. The only information I can find about this loan is through my Credit Karma account. I will be contacting University of California San Diego’s financial office and ECSI during business hours to get this resolved.

  Business Response

  Date: 10/13/2023

  
  
  To Whom This May Concern:
  
  ECSI is the third-party billing servicer for student loans on behalf of the University of California - San Diego.
  
  We have reviewed Ms. *********’ account. The mailing address and email address have recently been updated through our self-service web portal and through contact with our office. Presently, ECSI has an email address of ***************@*****.com and a mailing address of **** ****** ***** *** ************ *** ******
  
  Ms. *********’ account is set up to receive emailed billing notices, however, her account is currently in a forbearance that ends July 2024. The forbearance was added to her account October 3, 2023 and back-dated to August 2023. ECSI performed a credit update to Ms. *********’ account and reported her account as current and in deferment. Information reported to the credit agencies may take 60 days to update.
  
  If Ms. ********* would like to talk with us or has any other questions, she is welcome to contact our Customer Service Department at ###-###-#### or visit **************** and select ‘Chat with ECSI’.
  
  
  
  
  Sincerely,
  ECSI